MED3000 Clinical Newsletter - November 2008

Newsletter for Physicians and Clinical Staff

“Thank You, Doctor"
by Paul McLeod, M.D., MED3OOO Chief Medical Executive

Throughout the year, we tend to focus on the challenges faced by those who practice medicine. We warn of a fragmented healthcare system with runaway costs, misaligned financial incentives, and the need for transformation. We extol the virtues of new technology and expound upon the barriers to care imposed by poverty and cultural diversity. We struggle with the fact that ours is not the most efficient or effective system of care among developed countries worldwide. In the context of many challenges for physicians, this clinical newsletter has a much different focus, a focus on the unique relationship between a patient and her physician, a focus on the foundation of what we do as physicians. It is a season of thanksgiving. There is no better time to reflect on the honor of being addressed as “doctor.”
 
The essence of the physician lies not in skillful hands or wealth of knowledge, but in the humanism of the physician’s heart, manifest through:
 
Integrity: the congruence between expressed values and behavior
 
Excellence: clinical expertise
 
Compassion: the awareness and acknowledgement of the suffering of another and the desire to relieve it
 
Altruism: the capacity to put the needs and interests of another before one’s own
 
Respect:  the regard for the autonomy and values of another person
 
Empathy: the ability to put oneself in another’s situation, e.g., physician as patient
 
Service: the sharing of one’s talent, time, and resources with those in need; giving beyond what is required
 
“The grace of humility is a precious gift” (Osler), whose foundation was born from the opportunity given us by our families and refined—reinforced, if you will—by being at the bedside. Medicine provides the backdrop for physicians to develop a unique quality, described by William Carlos Williams as “distress of mind, restless concern.” Indeed, we have the privilege of being daily grounded by those who are suffering. The whole of these working together defines the art of medicine.
 
As the year winds down and the holiday season approaches, the MED3OOO family is reminded of the special role that our physicians play in the well-being of others. Concurrent with the privilege of serving you as providers of healthcare is our unwavering admiration of who you are and what you do. So from us to you this season… thank you, doctor.
 

The Clinical Advisory is a clinical publication from MED3OOO dedicated to informing physicians and clinical staff about tools and information to improve the quality of patient care.

Corporate Headquarters: MED3OOO, Inc., 680 Andersen Drive, Foster Plaza 10, Pittsburgh PA 15220. For more information on our clinical initiatives visit www.MED3000.com or contact Geoff Coleman at Geoff_Coleman@MED3000.com or 1-888-811-2411.

Saying "Thank You"

Your practice’s growth depends on how well you and your staff communicate and connect with potential and existing patients. Give patients excellent care with the right amount of customer service, and you will have established a strong relationship of trust.
 
Recently, a medical practice in Madison, Indiana adopted a set of performance standards for all staff to follow, to improve customer service. These expected behaviors created a pleasant environment that has been helpful in the healing process.  Standards that have been embraced by this practice are

• A Sense of Ownership—feeling responsible for the outcomes of our efforts
• Customer Service—doing things right the first time; anticipating needs; responding quickly
• Attitude—listening to patients; apologizing for problems; thanking patients
• Appearance—considering patients’ expectations in how we present ourselves; wearing our identification badges
• Communication—delivering messages to patients directly or by phone with courtesy; introducing ourselves immediately; asking, “How may I help you?”
• Commitment to Co-Workers—being supportive of fellow employees
• Timeliness of Service—informing a patient of a delayed visit; thanking patients for waiting
• Patient Privacy—being mindful of computer screens and confidential data
• Conduct—not allowing personal businessto interfere with work. Always conduct yourself in a professional and ethical manner.

 
Good customer service can be doing things as simple as saying “Thank You”.  This can be achieved by acknowledging patients’ birthdays, or their anniversary with you as a patient, with a personalized greeting card. There are companies, such as Priority Connections, Inc., who will design unique, personalized greeting card mailing programs for you. They do the work, and you get the credit by letting your patients know you are connected, and that you appreciate them.

www.priorityconnectionsinc.com
 
Small gestures, such as remembering to say “Thank You” can go a long way with establishing loyalty, and helping you gain repeat and referral business.